MKTG 4030: Chapter 9, MKTG 4030: Chapter 10, MKTG 4030: Chapter 13

"Input measures" fall under which broad category of measures firms use to evaluate salespeople? A. Objective measures B. Subjective measures C. Output measures D. Output to input ratios E. None of the above

A

A manufacturing firm might choose to recruit current employees to fill an opening in its sales department because: A. Company employees have established performance records B. Recruiting from within increases job turnover C. Internal recruits do not have to be paid as much D. Internal recruiting has no effect on employee morale E. Internal recruits require additional orientation and training in order to get them to stop thinking from a manufacturing perspective

A

Behavior is what salespeople A. Do B. Avoid C. Find rewarding D. Offer customers E. All of the above

A

By pointing out both the attractive and unattractive aspects of a sales job and spelling out the qualifications and likely compensation, recruiters can A. Maximize self-selection among prospective employees B. Minimize competition with alternative employers C. Prevent discriminatory outsourcing D. Attract the maximum pool of candidates E. All of the above

A

Competent sales training A. Delivers specific skills and techniques designed to enhance the salesperson's success B. Focuses on motivating salespeople C. Lowers the apathy threshold common among beginning salespeople D. Increases the self-evaluative program monitoring function E. All of the above

A

During Lonnie's sales training, it is likely than more time was spent on _____ than on any other topic. A. Product knowledge B. Competitive information C. Company orientation D. Time and territory management E. Legal/ethical issues

A

From whom should the information needed for a job analysis be collected? A. Current occupants of the job and sales managers B. Customers and sales managers C. Top managers and customers D. Current occupants of the job and customers E. Personnel department members, sales managers, customers and any other stakeholders that have contact with the salesperson

A

Gerald is trying to improve the selling skills of his sales force. As a starting point, he will work with how his salespeople A. Manage their time and territory B. Respond to incentives C. Feel about their jobs D. View customer relations E. Measure their self-worth

A

In addition to using a well-written job description to recruit salespeople, they can be used to A. Guide the design of sales training programs B. Market the company to potential recruits C. Offset the challenges from other departments wanting resources D. Supplement external and internal customer delight E. Formalize the relationship among stakeholders

A

Long Enterprises makes and sells x-ray equipment. It needs to hire three new salespeople with specific qualifications and abilities. The company decided to have a company __________ participate in the hiring process with the sales manager. A. Recruiting specialist B. Production manager C. Marketing consultant D. Vice-president of marketing E. Vice-president of the human resources department

A

Martin is looking at the number of sales calls, travel time and office work time of his sales force. Martin's goal in time and utilization analysis is to have salespeople A. Maximize face-to-face customer time B. Minimize output C. Develop a CRM system to replace anchored ratings D. Expedite expense maximization E. All of the above

A

No matter what product salespeople are being taught to sell during the training process, the most time is typically spent on making sure salespeople: A. Have product knowledge B. Can manage their time C. Understand their organizational culture D. Know how their industry operates E. Understand how to modify their sales presentations to better relate to different customer personality types

A

Ryan wants to introduce new salespeople to company policies before they become outside sales reps. He may have new salespeople A. Work as an inside sales coordinator B. Attend legal and ethical training seminars C. Take additional marketing courses in college D. Develop time and territory management plans E. Present role playing seminars

A

The account penetration ratio: A. Provides a direct measure of whether the salesperson is skimming the cream off the territory B. Measures how well a salesperson is able to keep prior accounts as active customers C. Measures how successful a salesperson is at turning leads into suspects D. Indicates a salesperson's average success per account E. Reveals the salesperson's call patterns

A

The first decision that must be made when recruiting and selecting salespeople considers: A. Who will participate in the process B. Whether the job description needs to be updated C. Setting salary parameters D. Where to find the job applicants E. Which selection tools will be used

A

Which of the following is NOT true when recruiting salespeople for international markets? A. They use the same criteria as used for domestic sales recruiting B. They may face problems with cultural differences C. They may encounter language barriers D. Legal restrictions may influence the process E. It is often more difficult to terminate employees in other countries

A

Which of the following statements accurately describes one of the problems sales managers face when trying to institute a sales training program is true? A. Lack of buy-in from frontline sales managers and salespeople B. Top management wants to fund more for measuring the benefits accrued from training than on the actual training C. Salespeople believe that on-the-job training is the best and only viable training method D. All sales training, including the development of sales training material, must be done in- house E. All of the above statements accurately describe the problems sales managers face when trying to institute a sales training program

A

Which salesperson had the worst new account conversion ratio? A. Lee B. Arno C. Bly D. Snow E. Ford

A

In attribution theory, performance equals: A. (ability x effort) +/- task difficulty B. Task difficulty/effort C. Ability x luck D. Effort/ability E. (task difficulty x effort)/ability

A (Ability = taskdifficulty/effort AND Performance = (abilityXeffort) +/- task difficulty)

A well-designed sales training program begins with: A. The development of a job description for the sales position B. A sales training analysis C. Determining the training objectives D. The establishment of a control group that will not undergo training E. The development of an evaluation system that will monitor the efficiency of each step of the training process

B

Brian is a sales manager for a large container box company. He needs to hire new salespeople, so he looks at the job description for the current sales force. Brian will likely find the job has changed due to all of the following EXCEPT A. Changes in the firm's policies B. Changes in the time value of money C. Changes in the competition D. Changes in the marketing environment E. Customer changes

B

Cost and sales analyses for evaluating salespeople: A. Usually give the most representative indication of performance B. Ignore many contributions that a salesperson might make C. Inject bias into the evaluation process D. Are the most common methods used by Fortune 1000 companies E. Are accurately described by none of the above

B

Elizabeth is a sales manager for a golf products company. She has conducted a job analysis and written a job description. Next, she will A. Determine the number of applicants to consider B. Develop a statement of job qualifications C. Determine how many job applicants it needs to make a suitable job pool D. Write a job description E. Conduct interviews

B

For which of the following products is it more important that the sales training program emphasizes product knowledge? A. Wooden building trusses B. Electronic security systems C. Paper products D. Textbooks E. Cereal

B

Ideally, sales training for new recruits will A. Assess the satisfaction needs of the new people B. Instill, in a relatively short period of time, a vast amount of knowledge C. Focus, almost exclusively, on the company's new products D. Create competition between experienced and new sales people E. All of the above

B

In reviewing Tom's sales performance, his sales manager sees Tom had a very high rate of canceled orders. This may indicate Tom A. Is not calling on enough customers B. Is using high-pressure tactics C. Avoids calling on difficult customers D. Is not putting sufficient effort into his job E. Is pursuing too many small orders

B

In sales recruiting, some companies are inefficient and regularly ineffective holding down recruiting costs on the grounds that ________________ can convert marginal recruits into solid sales performers. A. An effective incentive system B. A good training program C. A detailed job description D. A thorough job analysis E. All of the above

B

In what area did Lonnie's sales training prove to be most ineffective? A. Market/industry orientation B. Company orientation C. Territory management D. Product knowledge E. All of the above

B

Mike Hartley sells snack foods to convenience stores. He comes into the stores he sells to, restocks the shelves, rearranges existing inventory and removes damaged or out-dated merchandise. Which of the following employees most likely had primary responsibility for hiring Hartley? A. A personnel specialist B. A first-level sales manager C. Top management D. The vice-president of marketing E. The vice-president of the human resources department

B

Percentage of quota attained sales performance evaluation ignores A. Probability of sales success B. Profitability of sales C. Cost of goods purchased D. Sales force effort E. Quota definition

B

Providing more sales training will not help a company's sales if A. Customers do not understand what the sales training is designed to accomplish B. The product or service does not add value for the customer C. Salespeople are too enthusiastic about the training D. There are too many market opportunities for the sales force E. All of the above

B

Research by the Klein Institute for Aptitude Testing suggests that characteristics of salespeople who fail include people who A. Are overly optimistic B. Have recently divorced C. Tailor their work effort to conform to the job description D. Have lived for a long time in one residence E. All of the above are characteristics of salespeople who frequently fail

B

Selena, a new sales rep is getting numerous requests from customers for price adjustments and product modification. She does not know how to handle these requests. Selena did not get sufficient training in the area of A. Market/industry orientation B. Company orientation C. Territory management D. Product knowledge E. All of the above

B

The four steps in the decision process for recruiting and selecting salespeople include each of the following EXCEPT A. Find and attract a pool of applicants B. Develop a mission statement C. Develop and apply selection procedures to evaluate applicants D. Establish policy concerning responsibility for recruitment and selection E. Analyze the job and determine selection criteria

B

The most difficult part of the recruitment and selection process is: A. Conducting the job analysis B. Determining the qualifications job prospects should have C. Writing the job description D. Determining who should have the authority for making hiring decisions E. Deciding which recruitment selection tools to use

B

The use of outside sources to develop and implement a training program is encouraged only if A. They have the best reviews in the industry B. They meet the objectives of the company C. They change the attitudes of the members of the sales force D. They entertain as well as train E. None of the above

B

Total number of calls, days worked, calls to prospects are measures of A. Output B. Effort expended C. Sales revenue D. Account servicing E. All of the above

B

Tristan is assessing the relationship between variations in personal characteristics of current salespeople and variations in their performance. He will use this information in selecting criteria for new sales recruits. Tristan assumes A. All salespeople are equal B. There is a cause and effect relationship between characteristics and performance C. Only high-performing salespeople will apply for the jobs D. There will be no significant difference in performance among his current salespeople E. There will be no significant difference in personal characteristics among the people who apply for the positions

B

When recruiting salespeople, sales managers have often found A. Most college graduates are eager to get into sales B. People with no selling experience frequently have negative attitudes toward sales C. Marital problems make salespeople more determined to succeed D. Most firms do not need to actively recruit salespeople E. Firms in technology industries need engineers more than salespeople

B

When the sales position involves missionary or trade selling, firms rely most heavily on A. Internal sources of sales recruits B. A variety of external sources such as advertisements and employment agencies C. The intuition of the sales manager D. Structured sales accounting interviews E. None of the above

B

Which of the following is an example of an account development and servicing ratio that a sales manager might use to evaluate a sales representative? A. Sales expense ratio B. Account penetration ratio C. Calls per account ratio D. The hit ratio E. Planned call ratio

B

Which of the following ratios does NOT reflect how well a salesperson is capturing the potential business that exists in his or her territory? A. Account penetration ratio B. The cost per call ratio C. The new account conversion ratio D. The sales per account ratio E. The average order size ratio

B

Which of the sales representatives had the best order per call ratio? A. Adams B. Wilson C. Johns D. Beeson E. Frank

B

Which salesperson had the best calls per day ratio? A. Lee B. Arno C. Bly D. Snow E. Ford

B

A personal history evaluation of existing sales force members: A. Is illegal under Title VII of the Civil Rights Act B. Indicates which types of personalities work best with specific target markets C. Helps to validate the selection criteria used by the hiring firm D. Determines which types of tests are valid discriminators E. Should only look at those characteristics that made a person successful at his or her job

C

A salesperson's hit ratio or batting average is the: A. Number of new accounts/total number of accounts B. Sales dollar volume/total sales volume in dollars C. Number of orders/total number of sales D. Total costs/number of calls E. Number of new accounts/total number of accounts

C

After determining who will participate in selecting new salespeople, the next decision is A. Setting salary parameters B. Whether the job description needs to be updated C. Who has the authority to make hiring decisions D. Where to find the job applicants E. Which selection tools will be used

C

During her sales training, Shirley was provided a market/industry orientation including all of the following EXCEPT A. Present customers B. Customers' customers C. Finance office personnel D. Economic conditions E. Wholesalers

C

Harriet is analyzing the needs of her sales force. She will likely look for information from or through all of the following EXCEPT A. Job analysis B. Job descriptions C. Training budgets D. Customers E. Sales managers

C

In analyzing sales training needs, Toni knows that by reducing turnover rates she can A. Increase the size of the sales force B. Offer alternative electronic bill paying systems to her staff C. Improve customer continuity D. Increase training costs E. None of the above

C

In the most recent sales evaluation, Greg had twenty percent more sales than the next best salesperson. This is indicative of Greg's A. Advertising effectiveness B. Time utilization C. Ability to close sales D. Personality E. Nonselling activities

C

Most sales managers recognize that with regard to experienced sales personnel A. Little effort is needed since they are experienced B. Market dynamics allow these salespeople opportunities to control their sale techniques C. Training is a never-ending D. Product lines rarely change so experienced salespeople rarely need to change E. Continually train each other minimizing the need for formal training

C

National, market and product sales managers: A. Will all have the same training objectives B. Should non initiate sales training until common objectives are determined C. Will have a variety of training objectives D. Will always focus on productivity E. All of the above

C

Pam is a sales manager for a medical imaging device company. The sales positions involve technical selling requiring substantial product knowledge and industry experience. She will probably focus on recruiting salespeople through A. High-powered educational institutions B. Employment agency selections C. Employees and referrals within the industry D. Newspaper advertising E. All of the above

C

Primary responsibility for recruiting and selecting new salespeople for a firm is: A. Determined by the industry in which the salesperson will sell B. Always resolved by the head of the company's human resources department C. Dependent upon the size of the sales force and the kind of selling involved D. Dependent upon the number of applicants expected for a job opening E. Determined by federal anti-discrimination legislation

C

Ramiro would prefer to hire salespeople who are intelligent, self-confident, possess verbal skills and are highly motivated. His problem is likely to be A. Few people applying for sales jobs have any of those skills or traits B. Finding anyone to apply for the position C. Deciding which traits and skills are most important D. Eliminating candidates who are too self-confident E. All of the above

C

Recruiters know that ______________________ enhance(s) the firm's ability to recruit and retain salespeople. A. Role-playing B. Off-the-job training C. Highly regarded sales training programs D. Sales training costs E. All of the above

C

Sales training should be viewed as A. A cost the company must incur B. A necessary evil C. An investment that pays dividends D. An opportunity to evaluate senior management E. An alternative to marketing

C

The content of a sales training program for new salespeople is affected by: A. Budgetary limitations B. Industry standards and organizational culture C. Needs and the aptitudes of the recruits D. Top management prejudices E. Industry standards and complexity of product(s) being sold

C

The problem of contextual or background information affecting sales performance, often ignored by sales managers is called _______________ by psychologist Fritz Heider. A. Quota attainment deficit B. Motivation management monitoring C. Fundamental attribution error D. Frequency allocation factor E. Attributed allocative efficiency

C

The recruitment effort should: A. Encourage everyone who wants a job to apply B. Use communications that relay only the positive aspects of the job do the recruit C. Concentrate on sources that are most likely to produce the kind of people needed to fill the job D. Maximize the number of recruits E. Be used to create an applicant pool for later job openings that may not yet exist

C

The various account measures provide a sales manager with perspective on the equity of territory assignments and A. The cost per call ratio B. The call productivity ratio C. How well the territory is being handled D. The attribution theory effort to aptitude quotient E. The salesperson's behavioral personality effectiveness percentage

C

Which of the following is NOT a reason sales training programs fail? A. Too much emphasis on the currant fad B. Use of "off the shelf" programs C. Training managers first D. Excessive time demands on the salespeople to practice the skill E. Lack of reinforcement of the training

C

Which of the following is NOT an output factor used to evaluate salespeople? A. Number of orders B. Average order size C. Number of calls D. Number of active accounts E. Number of canceled orders

C

Which of the following is an example of a productivity ratio that a sales manager might use to evaluate a sales representative? A. Order cancellation ratio B. Lost account ratio C. Planned call ratio D. Average order size ratio E. All of the above

C

Which of the salespeople had the best account penetration ratio? A. Lee B. Arno C. Bly D. Snow E. Ford

C

Without a detailed up-to-date job description, a sales manager will have difficulty deciding A. When to hire people B. Which external resource people need to be involved C. What kind of personnel are needed D. How to conduct a job analysis E. How to position the job relative to competing opportunities

C

Working two days in the Madison area, Bettina Kharian made thirteen planned sales calls and achieved a planned call ratio of 81 percent. She left the city with orders from fourteen customers and an orders-per-call ratio of: A. 75.2 percent B. 81 percent C. 87.5 percent D. 93 percent E. 107.5 percent

C

(Days Worked) x (Calls per Day) provides a direct measure of: A. Inequities in territory potential B. A salesperson's level motivation C. Inequities in territory size D. The extent of customer contact E. A salesperson's aptitude

D

A major study found that linking training programs with business strategy as the top priority over the next several years. In sales training this means A. Giving salespeople the macro view of organizational dynamics B. Providing substantial strategic management engineering training C. Cutting selling skills and motivational efforts and replacing them with occupational and organizational training D. Training salespeople to be customer-focused and providing them with the necessary tools E. All of the above

D

An often neglected part of sales performance evaluation is A. Input measures B. Expense analysis C. Output assessment D. Differences in territories E. Feedback

D

As Jarred Industries looks to hire new salespeople to sell its commercial generators, their sales manager needs to know that: A. The primary objective of the recruiting process is to attract as many job applicants as possible B. External sources are far superior to internal sources for sales job candidates C. Recruitment of an internal candidate is likely to lower employee morale D. The recruiting effort should be conducted so as to discourage unqualified applicants from applying E. All of the above are important recruiting guidelines

D

Because of the cost and time involved in recruiting and evaluating candidates for sales positions, the goal should be to A. Maximize the number of candidates B. Attract only external candidates C. Attract only internal candidates D. Attract a few good candidates E. Choose only candidates who live near the home office

D

Natalie is conducting a personal history evaluation of her existing sales force members. She will likely use this in A. Validating the Title XXII of the Civil Rights Act B. Establishing which types of personalities work best with specific target markets C. Determining which types of tests are valid discriminators D. Determining which characteristics differentiate between good and poor performing salespeople E. All of the above

D

Nicole is part of a recruiting and selection team for her company's sales force. After conducting a job analysis, her next step will be to A. Determine salary parameters B. Develop a statement of job qualifications C. Determine how many job applicants it needs to make a suitable job pool D. Write a job description E. Conduct interviews

D

Research suggests that salespeople A. Prefer motivational pep talks B. Respond positively to PowerPoint presentations C. Retain only 25% of what they have been taught D. Retain only 50% of what they have been taught E. Tend to be less critical of training than other organizational personnel

D

The sales expense ratio combines salespeople's ______ and __________ A. Outputs; behavior B. Effectiveness; Attribution C. Bias; objectivity D. Inputs; results E. Effort; expense

D

The saying "plan your work—work your plan" is designed to A. Reduce a salesperson's travel time B. Reduce the time a salesperson spends on low-volume customers C. Train salespeople in identifying customers needs quickly D. Encourage more effective planning and execution of sales duties E. Explain the company's ethical stance in terms of its stakeholders

D

To get the most out of each training dollar, researchers recommend managers should A. Train the right people for the right jobs B. Focus on the highest potential personnel C. Identify those that can benefit most from training D. All of the above E. None of the above

D

Warren is evaluating his salespeople's performance and finds Fred is well below his quota. The problem could be A. Fred B. The quota C. A change in the marketing environment D. Any of the above E. None of the above

D

When conducting a job analysis, current salespeople should be observed and/or interviewed to A. Reduce jealousy among the sales force B. Make them feel they are part of the team C. Confirm the sale's manager's suspicions D. Determine what they actually do E. All of the above

D

When the firm considers the sales force a training ground for sales and marketing managers, ____________________ may participate in the recruiting process to ensure new salespeople have management potential. A. Recruiting specialists B. Production managers C. Marketing consultants D. Top-level managers E. Vice-president of the finance department

D

Which of the following is NOT a measure of salespeople's effectiveness? A. Sales volume B. Market share C. Profitability of sales D. Effort E. Customer retention rate

D

Which of the following is NOT one of the characteristics identified as prevalent among salespeople who fail? A. Recently divorced B. Unexplained gaps in their employment record C. Instability of residence D. Excess savings E. Failure in business

D

Which of the following is NOT typically included in a job description for a sales job? A. The mental and physical demands of the job B. The nature of the products to be sold and the type of customers to be called on C. The specific tasks and responsibilities to be carried out D. The size of the sales force and existing salary structure E. The environmental pressures and constraints the might influence how the job is performed

D

Which of the following statements about methods of measuring a salesperson's performance is true? A. Number of days worked x calls per day is used to determine a salesperson's optimum territory size B. Non-selling activities are hard to measure because the data must be collected from current and potential customers C. A salesperson who makes 30 calls (20 planned and 10 unplanned) and collects 24 orders has a batting average of .8 and a planned call ratio of 2 D. Days worked x call rate x batting average x average order size = sales E. Account share is a key measure for companies that rely on team selling

D

Which of the following statements about sales training is true? A. When the human resources department is determining training needs, only the field sales managers need to be contacted because they work in such close proximity with the sales force B. Attitudinal studies should never be used to determine content of a sales training program C. On average, top management is more supportive of sales training activities than any other group in an organization D. Setting specific, realistic and measurable objectives adds credibility to the sales training program E. When profits are down, sales training programs are typically one of the last areas to find their funding reduced

D

Which of the following statements about who is responsible for selecting and recruiting salespeople is true? A. Who has primary responsibility for recruiting and selecting new salespeople is totally dependent on which industry is hiring B. First-level sales managers generally do the hiring in firms that sell industrial products C. Top-level managers should never participate in the recruiting and selecting of salespeople—they should delegate that responsibility D. Personnel department members are often involved in the recruiting and selecting of salespeople to reduce friction between the two functional departments E. Because of their sales knowledge, personnel specialists should always be used for the recruiting and selecting of new salespeople

D

Which salesperson had the highest order per call ratio? A. Lee B. Arno C. Bly D. Snow E. Ford

D

___________ is behavior evaluated in terms of its contribution to the goals of the organization. A. Attribution B. Retribution C. Bias D. Performance E. Selling

D

Allen is a senior manager in a technology company. He knows his salespeople need constant training but also knows the company's training goals face significant obstacles including A. Top management not dedicated to sales training B. Lack of buy-in from salespeople C. Salespeople's lack of understanding of training objectives D. Salespeople's lack of connection between training and specific tasks E. All of the above

E

Analysis of sales training time and expenditure data show A. Smaller companies are spending less on sale training than they had in the past B. The length of training in small companies has decreased C. Companies are not spending time and money on training experienced salespeople D. Large companies are spending more money on training than they have in the past E. None of the above

E

Long Enterprises makes and sells x-ray equipment. It needs to hire three new salespeople. After the company has determined who participates in the hiring process and who has the authority to make hiring decisions, it next needs to: A. Determine salary parameters B. Develop a statement of job qualifications C. Determine how many job applicants it needs to make a suitable job pool D. Write a job description E. Conduct a job analysis

E

Lori is deciding which input measures to use as part of her assessment of sales performance. Which of the following is a measure of a salesperson's input? A. Number of orders B. Average order size C. Number of canceled orders D. Number of active accounts E. Days worked

E

Warren and Dawn are developing a measurement system for the sales training they are about to implement. When developing the measurement system, they will address the question of A. What do we want to measure? B. When do we want to measure? C. How do we do it? D. What measuring tools are available? E. All of the above

E

When developing a sales training program, sales managers must consider: A. Who should be trained B. Whether the training should be on-the-job or formal C. What should be the primary emphasis in the training program D. How should the training process be structured E. All of the above

E

Which of the following is a typical sales training objective? A. To maximize employee turnover B. To minimize the investment in other marketing communication tools C. To improve employee morale D. To improve relationships with customers E. Both C and D

E

Which of the following managers will be interested in sales training objectives? A. National account managers B. Product managers C. Market managers D. Human resource managers E. All of the above

E

Which salesperson had the worst order cancellation ratio? A. Lee B. Arno C. Bly D. Snow E. Ford

E

___ will affect a salesperson's behavior and performance. A. Role perceptions B. Aptitude C. Skill level D. Motivation level E. All of the above

E